Job Details

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, enables always-on, impeccable support and can be paired with our Helpdesk to form the Intercom Customer Service Suite. We are trusted by nearly 30,000 global businesses and strive to set the standard for customer service.

About the Role

As we scale our enterprise motion globally, we're seeking a transformational Solutions Engineering leader to build and lead our Enterprise SE function across all regions. You'll help Intercom scale its AI-driven support platform to some of the world's most well-known brands. This role will shape how we engage with large, complex organizations, define our go-to-market, build a world-class team, and deliver tangible customer outcomes through innovation and credibility.

This role is strategic and hands-on. You will lead a global Solutions Engineering function focused on winning complex enterprise deals, creating vertical-specific solution architectures, and building repeatable playbooks. We value leaders who can be both a player and a coach, collaborating with Sales, Success, Product, Engineering, and Services to deliver customer transformation through Intercom's AI-first platform.

What Will I Be Doing?

• Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function.
• Lead, coach, and scale a high-performing SE team across global regions and core verticals.
• Operate as a player-coach, actively engaging in strategic deals while developing team capabilities.
• Support complex, multi-million dollar enterprise sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
• Serve as a trusted technical advisor and executive point of contact for enterprise customers.
• Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy.
• Champion a customer-obsessed culture across the pre-sales journey—from outbound to implementation.
• Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.
• Build reusable, scalable solution frameworks and industry-specific technical assets.
• Advocate for customer needs and insights internally to influence product roadmap and prioritization.
• Represent Intercom and the SE function externally through executive meetings and strategic events.
• Foster strong relationships with C-level stakeholders, translating AI product capabilities into tangible business impact.

What Skills Do I Need?

• 8+ years of pre-sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
• 5+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams.
• Ideally experience selling AI, data, or highly technical products; or at minimum, deep curiosity and utilization of AI in daily work.
• Previous experience leading a Solutions Engineering/Architecture team aligned to enterprises.
• Comfortable with ambiguity and able to stay focused and thrive under pressure while solving customers' most challenging issues.
• Humility and a passion to help others, with a willingness to learn to support the team and customers.
• Track record of delivering revenue, accurate forecasts, and a focus on team development and growth.
• Willingness to travel internationally on average once a month.
• Ability to flex working hours to partner with teams in EMEA and APAC.
• Excellent communication and presentation skills.

We offer a strong benefits package. If there's something important to you that isn't listed, talk to us!

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded
• Flexible paid time off policy
• Paid Parental Leave Program
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family

The On Target Earnings range for candidates within the San Francisco Bay Area is $287,213 - $333,788. Actual pay will depend on education, skills, experience, location, etc. The base pay range is subject to change. Regular employees may be eligible for company bonuses, sales incentives, and stock in the form of RSUs.

Intercom has a hybrid working policy. We believe working in person helps us stay connected, collaborate, and create a great culture while providing flexibility to work from home. We expect employees to be in the office at least three days per week.

Intercom values diversity and is committed to Equal Employment Opportunity. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

Interested in building your career at Intercom? Get future opportunities sent straight to your email.

Apply for this job

Please submit your application via the form on our careers page. We do not share or require information beyond what is necessary to evaluate your qualifications.

#J-18808-Ljbffr